I am currently completing my ILM Level 3 award in First Line Management and recently had to write an assignment on ?Managing Customer Service? and it is clear that this is one of the most important areas of running a business or organisation but one area that is often neglected
Customer service is an important part of running an organisation for many reasons, the main being aiding retention, gaining new customers, and improving the organisation. This is even more important nowadays as there is more competition, customers are better informed, and customer have higher expectations making them more valuable
It is clear though that there are a lot of companies around who miss out on opportunities for positive publicity and are clearly lacking in regards to their customer service. Research into customer service and specifically the cost of poor customer service suggests that £1 spent on preventing poor customer service will save £1,000 in subsequent lost trade through delivering poor customer service. Businesses need to realise that without customers they are nothing, and that they are not an interruption to work but the reason for it. This seems to get lost on some and at the end of the day it will mean lost business at a time when they should be doing everything they can to increase it.
I?m sure we?ve all received good and bad customer service and the fact is that if I receive good service I will promote that business to 5 other people, but if I receive bad customer service then you can be sure that I will relay that to 25 people, and the fact is that no matter how good your advertising may be it is word of mouth can make or break you.
I enjoy promoting local businesses and if I?ve had a good experience then I am more than happy to promote them on this blog or recommend them to friends so I think I will start writing a few posts on here to reward those who have provided good customer service. Those who have failed miserably can no longer expect support from me (you know who you are). This should not only give good businesses some more exposure but should also help you the customer when deciding on where to spend your money. Of course these are only my views and customer service is something that needs to be constantly monitored and improved, but I know you are all intelligent enough to know this and to use this information as a guide along with other information available to you.